Exclusive: Complaints made against Tube drivers soar in 2016

Shruti Tripathi Chopra
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Transport for London (TfL) has received nearly 2,500 complaints against Tube drivers between 2010 and 2016. (Source: Getty)

The number of complaints against Tube drivers in 2016 was at its highest level in seven years, new figures show.

Data obtained by City A.M. shows Transport for London (TfL) has received nearly 2,500 complaints against Tube drivers between 2010 and 2016.

In 2016, the number of complaints against Tube drivers stood at 515, the highest number shown in the data set, which begins in 2010. This means that reported grievances have increased over 56 per cent between 2010 and 2016.

A total 382 complaints were registered in 2015 compared to 365 and 286 in 2014 and 2013 respectively.

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Kwasi Kwarteng, Conservative MP for Spelthorne, said: "These figures are regrettable and in the light of strike action which has affected many Londoners in the last 18 months, this development is very worrying.TfL has a lot of questions to answer."

London assembly member Keith Prince said: “This is a significant increase and something TfL cannot ignore. More information is needed about how and why these complaints have spiked but this is clearly deserving of investigation.

“It is important customers are satisfied with driver conduct and performance on London’s transport network.”

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Transport for London refused to divulge the nature of complaints but insisted it received "very few complaints" in relation to the Night Tube which launched last year.

Steve Griffiths, London Underground’s chief operating officer, said: “We are determined to constantly do better for our customers and take all complaints seriously. We say sorry and rigorously follow up with customers when they may have been let down so that we can learn from any trends their concerns may reveal. We are running more trains than ever before and record-breaking numbers of people are using the Tube – last year 1.35bn journeys were made, with 515 of these resulting in a complaint about a driver.

“The Night Tube has been extremely popular since its launch, with very few complaints, and customer satisfaction has remained high, with a score of 85 out of 100.”

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